CUSTOMERS' SATISFACTION IN ENGLAND HOTEL INDUSTRY

Customers' satisfaction in England hotel industry

Name of the Writer]

Customers' satisfaction in England hotel industry

Introduction

In the 21st century, following the global economic develop; the development of a regionalized service economy in South-East England was enhancing fast. (Coe. N. M. &Townsend.A.R.1998).It is very common that people from different countries or districts travel to another areas to visit the scenic, historic sites, namely leisure travellers or to different cities working few days. So the hotel, industries grow fast in the UK.

Because of the hotel industries' business phenomena, the research into customer satisfaction in many countries with the service industry has growth rapidly. (Choi.T.Y. and Chu .R. 2001, p.277). The hotels' service with high quality can be improved customers' satisfaction; this recognized was admitted by hotel companies. In the hotel industry quality measurement has become the most important factor affect consumer trend. (Kim, W. G. & Cha. Y, 2002. p88).If any hotel companies want to be better in this field and go beyond the success of other competitors, the providers must give customers the good service satisfaction, to find the way to understand customers' needs, and obey these requirements to improve their products and services. It will establish favorable word-of mouth and attracting more customers came over. (Halstead and Page, 1992).

Researches with other researchers, their researches pay more attention for the facilities. If the managers of hotels want to get the good satisfaction for guest repeat patronage not only the facilities but also the good staff's services. Because of people's living standard improved in recent years, their requirement for the hotel is changed, from the facilities to the serves. Also there is another reason is that the facilities of the hotel is normally similar, and can achieve people's request. Does this research will be benefited for the hotel managers; they can find some special aspects which can affect guest's satisfaction and help managers to make guest repeat patronage again.

Currently, as an international student, I am very interesting in this country, so if I have a chance I will leave the city to another city for travel, the hotel which I want to booking should be given me high-quality service and have the better infrastructure facilities. For example, double bed; good wash room. These reasons may be affect me to choose the hotel for living again when I travel there next time. On one hand, this proposal research can help me to choose the hotel which for living, and give me some suggestion how to measure the quality of the hotel. This method can be affected me to continue my major in the future, teach me how to collect the information, how to analysis the data. On the other hand, this research could provide me a plenty of knowledge to get customers if I want to build a hotel in my hometown when I finish my study here.

Based on the data collection and analysis, this study aims to investigate the factor of staff's service, which maybe more important than the ...